SELECTED work

NZQA

Customer Experience ​Improvement Programme

NZTA | Waka Kotahi

The Commercial Vehicle Safety ​Programme

NZTA | Waka Kotahi

Driver's Licence Programme

NZ Police - Service Group

Official Information Act Requests

DXC Nordic

Municipalities' Benefit System ​Project

Te Ara Manaaki Programme

Te Tari Taiwhenua | Department of Internal Affairs

Overview

Te Ara Manaaki is a five year transformation ​programme that aims to make it easier and ​safer for people to use our services, connect ​with government and have more control over ​their personal information. My work primarily ​involved enhancing the Citizenship by Grant ​and Citizenship by Descent services, along with ​contributing to improvements in several other ​related services like passports.

Approach

I researched the ecosystem, investigating how ​the service fits into the broader system of ​intereactions. I held stakeholder interviews ​with business stakeholders to gather insights ​on current issues and jobs to be done. I defined ​and designed user interfaces for both the ​customer portal and employers platforms. I ​worked collaboratively with the Design team ​to help define requirements for our vendors to ​build accurately after business needs.

Output

I developed end-to-end customer journey ​maps based on research insights, and created ​holistic service blueprints to identify key teams, ​actions, and interactions throughout the ​Citizenship by Grant service. I created ​wireframes and prototypes for the Dynamics ​365 CRM user interface to test new changes ​with users and to

Customer Experience Improvement Programme

New Zealand Qualifications Authority

Overview

Service designer tasked with understanding ​customers experience of using NZQA website ​and 5 B2B websites - redesigning through ​wireframes and testing new website and ​portals. Worked with internal staff and ​business analysts to define requirements for ​enterprise wide Microsoft Dynamics 365 CRM.

Approach

Working with CX team, we held focus group interviews, card sorting and usability testing sessions with key customer groups to define current pains, future needs. Worked with successful vendors, Silverstripe, to define and agree on future state designs for website and portals. Held workshop sessions with internal business units to understand current state processes and key issues they experience. Analysed current state customer channels and recommended future state options to leadership.

Output

Developed key insights papers and delivered these to leadership + external and internal stakeholders. Developed personas of all different customer groups. Designed first wireframes for portals. Identified and documented requirements for portals.

The Commercial Vehicle Safety Programme

Waka Kotahi - The New Zealand ​Transport Agency

Overview

From 2012 to 2021, heavy goods vehicles were involved 20.5% of all fatality crashes.

The CVSP is an important part of addressing this and delivering a safer transport system for NZ roads. I was tasked with researching heavy vehicle commercial companies needs and requirements, defining end-to-end flows, heavy vehicle permit interface design, and key processes mapping.

Approach

Researched on-site weigh stations and gathered Police needs and commercial vehicle driver requirements. Facilitated workshops with internal staff to develop service blueprints. Interviewed heavy vehicle commercial operators requirements.

Output

Designed wireframes and interactive prototypes for new Heavy vehicle portal: https://invis.io/YVNXJCYK47Q.

Developed service blueprints for internal team to map front and back stage lens of service. Delivered research insights papers to leadership team.

The New Zealand Driver Licensing Improvement Programme

Waka Kotahi - The New Zealand ​Transport Agency

Overview

A driver's license has been called 'the key to the door of life's opportunities' but some New Zealanders are missing out because of barriers in the current driver licensing system. The Driver Licensing Improvement Programme aims to reduce these barriers and make getting a driver licence more accessible for people across New Zealand.

Approach

Conducted face to face interviews and focus groups throughout New Zealand gathering customers experience of going through the driver licensing system; renewing their license, replacing their license, updating their license and changing any information on their driver license.

Output

Mapped macro and micro journey of ALL driver license experience to identify the complexity which the current system has. Helped identify key barriers refugees have with gaining their license in NZ. Worked on new interface designs for Learner License test. Delivered key insights to leaders about current experience customer have with driver license experience.

NZ Police

Overview

Te Pae Oranga is an Iwi/Māori-led, restorative principled approach to practice as an alternative to prosecution that holds offenders to account and enables them to put right the harm caused by their offending and is available to people of all ethnicities. I worked on the Formal Conditional Warning PoC - which was part of the Re-Frame Programme of work.

Approach

Worked predominately with external partners and internal police staff to define options for service delivery for 3 different regions. Held service blueprinting workshops with external stakeholders and internal police staff to define future state, including customer journey and delivering across silos - high level process and tools required for service to be implemented.

Output

Developed service blueprints and key tangible artefacts for both customers and internal staff for training purposes. Worked closely with business analyst and change manager to implement PoC.

The OIA Request service

NZ Police

Overview

Under the Official Information Act (OIA) and Privacy Act, lawyers are able to request information from NZ Police for court cases. NZ Police File management Center's receive these requests, but operated independently from each other - resulting in different customer experiences across the New Zealand.

Approach

Researched throughout NZ, lawyers experience of requesting and receiving information from NZ Police and analysed differences between regions. Facilitated workshops with internal staff from Police File Management centers', identifying key processes and systems that required change.

Output

Developed ecosystem maps, personas, customer journey maps and a recommendations paper based on evidence collected through research and workshops.

Municipalities' Benefit System Project

DXC Technology - Nordic

Overview

Refund of benefits was an IT solution that gathered information about public support services, automatically repatriate the municipality's reimbursements from the state, settled co-financing and handled the counters for the individual citizen's services.

Approach

Integrated a service design approach for the first time at DXC and conducted research with different region's finance teams to gather key non-functional requirements and technical requirements for the system build and also for the design of the interface.

Output

Developed requirements with business analysts, designed wireframes for municipality employees' interface and conducted usability testing with end users. Handover designs to development team. Worked within an agile SCRUM environment.